I have been a Spintel customer for longer than I can remember. No faults so no need to contact them. Recently, as my number of WiFi devices had grown, I decided to upgrade my NBN connection from 50Mbps to 100Mbps. Log on, a simple on-line change and it was all done. Except it wasn’t. Despite my new speed shown in my profile and the increased tariff being charged my download speed had not changed. So I raised a query with their on-line chat support.Friday. It was fairly obvious that their agents had little or no technical knowledge and were just reading from a script. ‘Have you tried switching off your modem and switching it on again’.After power cycling a fault was raised with NBN. They would keep me informed. They didn’t.Saturday. ‘NBN can’t find a fault on the network. A port reset has been performed on your service.’ Monday. Ran more speed tests with same result, download speeds less that 50 Mbps. Asked Spintel to confirm their engineers had actually upgraded me to NBN100 Plan. Answer ‘Yes’. Asked to carry out more speed tests during next 24 hours.Tuesday. Asked to power cycle all devices for 10 minutes and connect PC direct to NBN box. Asked to carry out more speed tests during next 24 hours.Wednesday. Results the same. It was suggested it may be a modem problem. I replied unlikely as, at their request, I was hard-wired to the NBN box ! Was told a fault would be raised with NBN.Thursday. ‘As I further check in the account, the change in speed was not provisioned in your plan. Our record now shows 100/20 mbps however, this has not been updated from the access provider's side, this is now escalated to our provisioning team to correct the speed.’ At last, an admission that they haven’t actually done anything to upgrade my service. Hopefully, now all will be fixed.Friday. Still no change in speed. Told Spintel who will ‘escalate’. Checked in again p.m., still no change. Told Spintel who will chase again and keep me informed. They didn’t.Saturday. No change in speed. It has now been 1 month that I have been charged for 100 Mbps Plan during which time the highest download speed achieved, day or night, was 40.90 Mbps. On Monday I will be looking for a new ISP.
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SpinTel is an Australian-based telecommunication company that mainly provides residential broadband, 4G connectivity and home phone packages.